Rockwell Automation has announced the availability of Assurance Integrated Support agreements in response to customer requests for simplified, easy-to-understand support for automated manufacturing systems. The agreements are available for one flat fee and will enable users to choose one of four assurance packages that best meets their needs. Each assurance package offers differing time frames for guaranteed arrival of replacement parts, the arrival time of a service professional, and the speed at which Rockwell Automation responds to telephone technical assistance.
Blake Moret, Senior Vice President, controls products and solutions, Rockwell Automation, said, “Our customers asked for a simplified support option that would provide more financial predictability. By providing flat-fee integrated support agreements that combine our industry-leading remote and on-site support with guaranteed parts delivery, our customers have a clear understanding of annual support costs. Instead of dealing with maintenance administration, they’re able to focus more on system productivity and profitability.”
Each assurance agreement begins with an equipment audit to inventory the Rockwell Automation installed base used in the plant. This process helps identify spare parts needs, as well as any potential maintenance issues that may arise. Each agreement also provides annual health checks performed by a team of engineers to proactively identify potential issues and recommend solutions.
Kevin Crisafulli, Senior Automation Services Analyst, ARC Advisory Group said, “These types of agreements are rare in the automation space, and demonstrate a forward-thinking approach to customer service. By providing fixed-price services in a timely manner, Rockwell Automation continues to align its success with that of its customers.”
Should an issue arise with the customer’s Rockwell Automation products, an Assurance Integrated Support agreement will allow users to make a single phone call to Rockwell Automation TechConnect phone support, staffed 24/7 by knowledgeable, experienced service technicians. A Rockwell Automation specialist will then help repair the issue remotely, or if need be, send parts or on-site service within a certain timeframe. Regardless of the service outcome, customers pay only a single flat fee on an annual basis, which helps reduce administrative hassles and time-consuming expense approval processes. Assurance Integrated Support agreements are currently available in the US and Canada, and will be released on a global basis by the end of 2012.
EP Bureau – Mumbai